有效沟通在五官科防范护患纠纷中的效果研究

The Effect of Utility Communication in Preventing Disputes between Nurses and Patients in ENT

目的探讨新的沟通方式在五官科防范护患纠纷中的效果。方法将我院五官科住院的患者随机分为观察组和对照组,观察组在常规护理的基础上应用文明礼貌、通俗易懂的语言以及各种肢体语言等新的沟通方式,比较两组患者的满意率和护患纠纷发生率。结果观察组的满意率和护患纠纷发生率分别为91.7%和0%,与对照组79.2%和8.3%比较,差异有显著性意义(χ2=71.63,P<0.05和χ2=57.41,P<0.05)。结论有效的沟通能够有效防范五官科的护患纠纷发生。

Objective To explore the effect of utility communication in preventing disputes between nurses and patients in ENT.Methods The patients in ENT were randomly divided into the observation group who received usual care and new communication included civilizative and popular language,member language,and the control group who received usual care only,and then compare the satisfaction rate and dispute rate between the two groups.Results The satisfaction rate and dispute rate（91.7% and 0%） of observation group were different with those（79.2% and 8.3%） of control group（χ2 = 71.63,P〈0.05 and χ2 = 57.41,P〈0.05）.Conclusion Utility communication can prevent disputes between nurses and patients in ENT.